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Added 4 mins ago
Financial Service Representative - LendDirect Office 1695
LendDirect
Toronto, ON
Full-time
As a Financial Service Representative, you’ll be at the heart of our customer experience - delivering exceptional service, building lasting relationships, and helping individuals secure the…
Added 4 mins ago
SAP Success Plan Manager – Specialist
SAP IT Business Systeme
Calgary, AB
$99,900 to $217,300 CAD / year
Full-time
Customer success management skills from hands-on delivery and a track record of driving satisfaction and adoption.
Added 4 mins ago
Copy of SAP Success Plan Manager – Specialist
SAP IT Business Systeme
Vancouver, BC · Calgary, Alberta
$99,900 to $217,300 CAD / year
Full-time
Customer success management skills from hands-on delivery and a track record of driving satisfaction and adoption.
Added 4 mins ago
Social Media Coordinator
Culligan of Canada
Brantford, ON
Full-time
Demonstrated success collaborating with cross functional teams, including sales, service, and operations.
Added 4 mins ago
Financial Service Representative - LendDirect Office 1695
Attain Finance
Toronto, ON
Full-time
As a Financial Service Representative, you’ll be at the heart of our customer experience - delivering exceptional service, building lasting relationships, and helping individuals secure the…
Added 18 mins ago
Talent Acquisition and Retention Coordinator
Georgian Bay General Hospital
Midland, ON
$36.91 to $39.97 CAD / hour
Full-time
Join GBGH at an exciting time of transformation as we enhance and modernize our recruitment program. Reporting to the Manager, People & Culture, the Talent Acquisition and Retention…
Added 18 mins ago
Manager, Global Benefits
Geotab
Toronto, ON
Full-time
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Manager, Global Benefits who will lead the design, strategy, and…
Added 18 mins ago
Manager, Global Benefits
Geotab
Oakville, ON
Full-time
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Manager, Global Benefits who will lead the design, strategy, and…
Added 18 mins ago
Manager, Global Benefits
Geotab
Waterloo, ON
Full-time
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Manager, Global Benefits who will lead the design, strategy, and…
Added 18 mins ago
Senior Store Manager
Danier
Saskatoon, SK
Full-time
Build customer relationships through engaging customer service that makes the customer feel cared for and confident about their purchases
Added 19 mins ago
Store Manager - Place Montreal Trust
Laura Canada
Montreal, QC
As a role model and business leader, the Laura Canada Store Manager possesses a contagious passion for fashion and customer service. You will motivate and develop a winning teamthat…
Added 19 mins ago
Customer Experience Manager
Laura Canada
Laval, QC
As part of Management, the Store Assistant Manager possesses a passion for fashion and customer service. They recruit and lead a winning team that provides a unique and memorable shopping…
Added 19 mins ago
Maintenance
Apple Self Storage
Toronto, ON
$39,500 to $41,600 CAD / year
Full-time
Identify Safety & Security Issues – Report any hazards or facility issues to the Site Manager. Stay alert to any unusual activity after hours and report concerns accordingly.
Added 34 mins ago
Territory Manager_CA
Brandt Group of Companies
Ponoka, AB
Full-time
The Territory Manager is responsible for driving business growth and market share within an assigned Area of Responsibility (AoR). This role focuses on building and maintaining strong…
Added 34 mins ago
Recruitment Co-op Student
Brandt Group of Companies
Regina, SK
Full-time
Collaborate with the Manager of Ticket Operations, Ticket Sales Account Managers, Brandt Centre Box Office staff, security, and guest relations to ensure all ticketing policies and…
Added 34 mins ago
Customer Service Representative
MCDOUGALL ENERGY INC
Seaforth, ON
Part-time
McDougall Energy is seeking a motivated, results-driven individual to join our team as a part-time Customer Service Representative at our Seaforth, Goderich Street West location.
Added 34 mins ago
Senior Java Technical Lead, Foreign Exchange (FX) Options Primary Trading
HSBC Global Services Limited
Toronto, ON
You’ll collaborate closely with a China-based technical lead and engineering team within a global delivery model. Success means delivering reliable production outcomes, strengthening…
Added 34 mins ago
Product Marketing Manager
Bradken
Toronto, ON
We're seeking a Product Marketing Manager to lead the development and execution of global product marketing programs across Bradken's portfolio. This is a strategic and hands-on role where…
Added 48 mins ago
Supply Chain Optimization Analyst (Contract)
Riverside Natural Foods Ltd. (Home of MadeGood)
Toronto, ON · North York, ON
Contract
…Riverside, you’ll have the opportunity to chart your own path to success while contributing to ours. We believe anything worth doing is worth doing right, and our values will guide us…
Added 48 mins ago
Branch Manager
Gerrie Electric Wholesale Ltd.
Welland, ON
$90,000 to $110,000 CAD / year
Full-time
The Branch Manager is responsible for leading branch operations, developing employees, growing sales, and building strong customer and vendor relationships. This role drives performance,…
Added 48 mins ago
Sales Manager, Velocity SMB Grower (Canada)
Stripe
Toronto, ON
Full-time
Partner cross-functionally with Customer Success, Product, and Partnerships to surface customer insights and deliver a unified Stripe experience across accounts.
Added 48 mins ago
Marketing Manager
Express Employment Professionals - Cambridge
Cambridge, ON
$70,000 to $80,000 CAD / year
Full-time
We are looking for an experienced E-Commerce & Marketplace Operations Manager to own and grow our online business across our direct-to-consumer storefront and third-party retail…
Added 48 mins ago
Branch Manager
Gerrie Electric Wholesale Ltd.
Mississauga, ON
$90,000 to $110,000 CAD / year
Full-time
The Branch Manager is responsible for leading branch operations, developing employees, growing sales, and building strong customer and vendor relationships. This role drives performance,…
Added 49 mins ago
Data Designer II
TD
Toronto, ON
Full-time
Ensure business operations follow applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)
Added 49 mins ago
General Manager
BELFOR CANADA INC.
Mont-Tremblant, QC
$75,000 to $90,000 CAD / year
Full-time
The General Manager drives the performance and success of the branch, ensuring revenue growth, profitability, and operational excellence. This leadership role oversees multiple departments,…

HDR

Customer Relations & Comment Management Program Manager

Toronto, ON, Canada

Job type: Full-time
Apply by: Mar 28, 2027
Posting language: English
Posted: Sep 29, 2026

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Original job description

At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we foster a culture of inclusion throughout our company and within our communities, we constantly ask ourselves: What is our impact on the world?

Watch Our Story:' https://www.hdrinc.com/our-story'

Each and every role throughout our organization makes a difference in our ability to change the world for the better. Read further to learn how you could help make great things possible not only in your community, but around the world.

At HDR, our employee‑ownership model shapes everything we do, including how we support and care for our people. Our diverse service lines, including Water, Architecture, Building Engineering Services, Field Services, Power, Waste, Industrial, and Transportation reflect our commitment to shaping resilient, sustainable, and forward‑thinking communities around the world. Across these disciplines, our teams design and deliver solutions that safeguard public health, enhance quality of life, power innovation, and drive responsible growth. Whether advancing clean water, creating healing and learning environments, engineering next‑generation facilities, or building the infrastructure that moves people and energy, our work is rooted in technical excellence and a shared sense of purpose. Our employee‑owners collaborate across specialties, combining creativity, precision, and deep expertise to solve the most complex challenges facing our clients and communities.
Customer Relations & Comment Management Program Manager Job Description:
HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a public comment response and tracking program that supports infrastructure projects across North America. This individual will design, implement, and manage a scalable customer experience program that provides timely, accurate, and defensible responses to public inquiries, comments, and concerns received during project planning, permitting, construction, and operations.
The successful candidate will bring expertise in customer experience, contact center operations, stakeholder response management, or constituent services and will apply those skills to support transportation, energy, water, environmental, and community infrastructure projects. They will develop response protocols, governance frameworks, quality assurance programs, CRM workflows, reporting systems, and staffing models while working directly with a network of project coordinators and subject matter experts.
This role will partner closely with HDR’s Strategic Communications professionals, project managers, technical experts, and clients for consistent, transparent, and risk-aware public engagement across a diverse portfolio of projects.
Key Responsibilities

- Build and lead HDR's Public Comment Response Program.
- Develop standard operating procedures (e.g. sensitive issues, media inquiries, and regulatory comment periods), response protocols, and quality assurance processes.
- Create governance structures supporting consistent responses across projects and geographies.
- Build a scalable program capable of supporting multiple concurrent infrastructure projects.
- Train communications specialists to use and assist in maintaining CRM databases.
- Develop onboarding, training, and quality control programs.
- Foster a culture focused on customer service excellence and continuous improvement.
- Other duties as assigned.

Comment Management Operations
- Design workflows for managing inquiries and comments received through websites, contact forms, email, surveys, interactive maps, public meetings, open houses, and regulatory comment periods.
- Develop escalation pathways for sensitive, technical, legal, political, or high-profile issues.
- Create response templates, knowledge libraries, and decision trees.
- Monitor response quality, accuracy, consistency, and timeliness.

Technology & Systems
- Evaluate, administer, and optimize CRM and comment management platforms.
- Improve existing Zoho-based processes and recommend alternative technologies where appropriate.
- Develop dashboards and reporting tools that provide project teams and clients with actionable insights.
- Evaluate opportunities to use AI and automation while maintaining quality and accountability.

Strategic Communications Support
- Partner with project managers and communications teams to support project engagement goals.
- Advise project teams on stakeholder concerns, emerging issues, and response strategies.
- Participate in proposal development and client presentations.

Preferred Qualifications

- 10 years of experience in leading customer service operations, customer experience management, contact center leadership, constituent services, stakeholder response programs, or a related field.
- Experience building operational programs from concept to implementation.
- Demonstrated success managing teams and service delivery performance.
- Experience implementing CRM systems, workflow automation, or customer service technologies.
- Experience with Zoho CRM.
- Strong understanding of quality assurance, escalation management, and process improvement.
- Experience supporting highly visible, regulated, or politically sensitive initiatives preferred.
- Knowledge management skills to build response libraries, approved language banks, FAQ repositories, AI-assisted drafting tools, etc.

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More about this job

Responsibilities

Establish and lead a scalable public comment response program, including response protocols, governance, quality assurance, staffing, training, and workflows for inquiries across infrastructure projects. Optimize CRM and comment management systems, develop reporting and knowledge resources, and advise project teams on stakeholder concerns and response strategies.

Requirements

The role seeks at least 10 years of experience in customer service operations, customer experience, contact center leadership, constituent services, stakeholder response programs, or a related field. Candidates should have experience building operational programs, managing teams and service performance, implementing CRM or workflow technologies, and applying quality assurance and escalation processes; Zoho CRM and work on sensitive or regulated initiatives are preferred.

Skills

Customer Service Operations
Contact Center Leadership
Public Comment Management
Program Development
CRM Administration
Zoho CRM
Workflow Automation
Quality Assurance
Escalation Management
Knowledge Management
Process Improvement
Strategic Communications
Reporting and Dashboard Development
Team Training

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Contact Center Operations
Constituent Services
Infrastructure Projects
Standard Operating Procedures
Response Protocols
Governance Frameworks
Quality Assurance
Escalation Management
CRM
Zoho CRM
Workflow Automation
Comment Management Platforms
Dashboards
Reporting Systems
Knowledge Libraries
Response Templates
Decision Trees
AI-Assisted Drafting
Customer Service
Strategic Communications
Public Engagement
Regulatory Comment Periods
Process Improvement
Training Programs
Transportation
Energy
Water Infrastructure

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